Before the congress, a traditional Thailand performance dance was showed.

In the beginning, Dr. Panisuan Jamnarnwej (Organization Committee Chairman, ANQ Congress 2013) gave a greeting speech and he would like to thank both the Standard and Quality Assoication of Thailand (SQAT) and the Foundation for TQM Promotion in Thailand (FTQM) for co-organizing ANQ Congress 2013; as well as to thanks all sponsors and participants.

Then Mr. Kenneth Liang Wai Yin (Chairman in ANQ and Singapore Quality Institute (SQI)) gave a welcome speech to us. The congress brought about so much positive impacts on the rapid momentum now evident across the whole spectrum of industries in Thailand, particularly in manufacturing, technology, innovation and customer service –excellence.

Prof. Phulporn Saengbangpla (SQAT) gave a welcome speech for Dr. Witoon Simachokedee (Permanent Secretary, Ministry of Industry) because of traffic problem during heavy rain this morning.

Mr. Kan Trakulhoon introduced Siam Cement Group (SCG) vision to be an ASEAN Sustainable Business Leader who balanced business and Environmental & Society. He said "Quality is a fundamental component for SCG growth strategies and Quality enhancement through Innovation." However, Quality Innovation required right culture with commitment to their core values included Fairness, Excellence, Value to Individual and Social Responsibility.

The second keynote speaker was Prof. Kazuyuki Suzuki (Professor, University of Electro-Communications, TOKYO) and his topic entitled “Prevention of Problems on Reliability and Safety”. He said events that cannot be predicted cannot be prevented.

For inductive approach, it included:1) Sharing of problem information beyond organization2) Abstraction and generalization of individual problems / Implementation of PDCA cycle3) Practical use of incident informationFor System approach, seven viewpoints were employed as the following diagram.

He then mentioned that their management guidelines were based on Outstanding Competence, Communication Sharing and Creative Challenge. Finally, he concluded that KOMIPO to be reborn into a Truly Happy Energy-Specialized Enterprise disseminating "Happiness Virus" to all the peoples on the Globe.

After that I joined the parallel session named PM1: Process Management, Performance Improvement, Best Practices. The session I attended was presented by Dr. Orlov Kirill (PhD., Expert Business Excellence Ltd.) and his topic was “Back to the future – reconsideration forgotten Russian models and methods of management as paradigm shift.

Dr. Orloy Kirill briefed the recently change from Russia history. He quoted Russian proverb that “the new one is just an old thing that was forgotten”. Then he introduced the mission of the Russian Organization for Quality (ROQ) that “Creation of Quality Movement based on the Historical Russians Roots”. The valuable benchmarking between USSR and present day production in Russia was shown in the following table. Then Dr. Orloy Kirill also mentioned Deming 14 points and Ivao Kobayashi. Finally, he concluded that we should constantly remember historical Russians experience and used it in our everyday work on developing integrated management system.

The second team was Moch. Ja’far, Suyanto, Akhmad Bashori and Oktoria Masniari (PT. Semen Indonesia (Persero) Tbk.) and their presentation topic entitled 5R/5S Process Control Laboratory. Before presentation, they announced a slogan that “Together We Build A Better Future” and played a company video.

The theme of 5R/5S implementation aimed to increasing the productivity and cleanliness of working environment through the application of the 5R/5S culture. Then they introduced the flow of cement product and how their physical and chemical analysis laboratories assisted to control production process. The following diagram showed the schedule of 5R implementation in which adopted 5S concepts.

Finally, they concluded the improvement was so great from the Q-C-D-S-M-E which was Quality, Cost, Delivery, Safety, Morale and Environment.

Then I joined the other parallel session named QP1: Quality Practices. The speaker was Mr. Preetam Merchant (Head-Customer Quality, Passenger Vehicle Business unit, TATA Motors Ltd.) and this topic named “Quality Claim Management Matrix and its Applications”. Prof. Noriaki Kano was the first author of that paper and he assisted Mr. Merchant for implementation.

Mr. Preetam Merchant concluded that the Quality Claim Management Matrix (QCMM) could be used to identify the weak points as well as the problems that prevented the number of claims from being reduced. It could also be help develop measures for reducing the number of claims.

I (HKSQ) was presented in the afternoon parallel session named QP4: Quality Practices and my topic entitled “A Study of Laboratory Service Quality in Hong Kong – HKSTP Case Study”. I briefed the survey methodology based on SERVQUAL instrument and Kano Model for active customer and incubatees (start-up companies) respectively.

I found that the SERVQUAL instrument and Kano Model employed in our laboratories service quality survey and identified in terms of Service Dimensions and Attractive Quality. However, customer expectation and requirements increased year by year; and our service improvement speed had a little bit behind. Start-up companies were either not aware the important of management system or unable to afford the cost for establishment of the management system during Kano model survey. So our laboratories faced the challenges that to reduce the price and assist our customers / incubatees business success, as well as, keep our financial health

After my presentation, I went to the session from our Iran’s friend Mr. Mohammad Farshad Kavehpisheh (Member of the Board, ATEC Consultants) and his presentation topic was “Role and Effect of Education and Training Programs in Quality Improvement Plan for a Design and Engineering Company”.

Mr. Farshad Kavehpisheh said training and educating personnel were planned in two main areas: Technical and Quality Management. Technical training was what customarily an ongoing process in a design and engineering company. Quality training included Standard methods of Quality Assurance such as ISO 9001/2008; Developing the habit of using the Design QC Check Lists as a road map of design procedures; and necessity of Quality Oriented Thinking as a way of life and work

Then we took a photo after the presentation. Farshad told me didn’t only remember his song during ANQ Congress 2012 in Hong Kong but also remember his presentation! Actually, Farshard’s experience sharing in Design and Engineering Company in quality perspective was very good reference to us in architectural and urban planning field.

In the same session, the next presentation team was from Ristam Husen, Daud yosias, Muhammad Umar Said, Edward Yan Susilo and Bagus Mad Angistra (PT. Pertamina (Persero) Shipping) and their topic was “Reduction of Docking Repair Cost of 7000 Dwt Ship by Manufacturing Appropriate, Qualified and Cost Efficient Technology based Equipment”.

Their theme was “Docking Repair Cost Reduction at Dockyard Sorong” and considered their goal based on QCDSM stand for Quality, Cost, Delivery, Safety and Motivation. Then their improvement plan used own made equipment had 80% cost saving!

The last speaker I attended in the day one program was Dr. Ching-Chow Yang (Department of Industrial & System Engineering, Chung Yuan Christian University, Taiwan) and her topic entitled “Empirical Analysis of Critical Success Factors in Service Industry. Dr. Yang’s study tried to use Key elements of successful business model (Johnson et al., 2008) to find out the relationship among 4 dimensions included customer value proposition (CVP), key resources, profit formula and key processes to develop critical success factors for domestic service industry.

Dr. Yang concluded that TQM activities were able to assure the realization of quality practices in the initial stages. For pursuing the excellent business performance, they needed to successfully implement the practices in the “business quality” stage.

During Q&A, I had a question about structural model that why the relationship between Customer Value Proposition and Profit Formula was so low?

After the day one program, HKSQ group had a dinner for Thailand sea food.

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作者筆名劍如虹，畢業於香港城市大學及香港理工大學，學術範圍包括應用科學，應用物理，電腦，化學及環境工程等，以業餘時間攻讀完工程管理博士學位。由於喜歡武俠故事式電腦遊戲，才引發奇想，把品質管理理論用武俠小說方式表達。作者現任職品質經理，曾多次於專業學會主辦的國際會議和學術期刊發表論文及研究報告。
Dr. Lotto Lai has 20 year hands-on experience in scientific research, quality assurance and management in Commercial Laboratory, University Testing Centre, Certification Body and Consultants Firm.
He is Former Chairman & Fellow in HKSQ, MHKIE, FASQ, CMQOE and IRCA QMS Lead Auditor, as well as, Asso. Academician in IAQ.